Support advisor workspace with context and drafts

A support advisor workspace helps teams handle customer history, knowledge sources, response drafts, risks, and escalations in one surface.

What this is for

This workspace helps support teams understand tickets faster, find the right sources, and prepare replies under control.

  • Support gets a workspace with ticket, history, product state, sources, reply draft, and escalation path.

  • appamass connects the web workspace, TypeScript contracts, and Agent Development Kit (ADK)-based agents so drafts show sources and people stay responsible for the answer.

  • The first build should cover one common ticket type and show where the draft is solid, uncertain, or should be escalated.

Connect customer context and response preparation

Support becomes faster when context is already organized. The team still needs to see which source supports an answer and when a case should escalate.

What users see

Users see ticket context, previous contacts, relevant articles, draft response, risk hints, and escalation option.

How it works

CRM or ticket APIs, knowledge base, retrieval, Agent Development Kit (ADK) tools, response generation, React/Vite review surface, roles, and logging connect behind the workspace.

What stays controlled

Customer data, source access, response suggestions, tone, escalation rules, audit trail, and privacy stay controlled.

A first support advisor

The first build should support a common ticket type while reducing response time and keeping quality traceable.

Show customer context

Ticket, history, product status, and relevant sources are combined in one view.

Review response draft

The draft shows reasoning, sources, uncertainty, and editable parts.

Prepare escalation

Risk, priority, owner, and next step are clearly marked.

Related areas showing how mobile apps, React web systems, AI agents, and controllable automations fit together.

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